Adapting to customer initiative: insights from human service encounters

Szymanski, Margaret H.; Moore, Robert J.

doi:10.1007/978-3-319-95579-7_2

by Margaret H. Szymanski, Robert J. Moore

Reference:

Margaret H. Szymanski, Robert J. Moore, (2018), "Adapting to customer initiative: insights from human service encounters", In Studies in Conversational UX Design (Robert J. Moore, Margaret H. Szymanski, Raphael Arar, Guang-Jie Ren, eds.), Cham, Springer, pp. 19–32.

Bibtex Entry:

@INCOLLECTION{Szymanski-Moore2018,
  address = "Cham", 
  author = "Margaret H. Szymanski and Robert J. Moore", 
  booktitle = "Studies in Conversational UX Design", 
  doi = "10.1007/978-3-319-95579-7_2", 
  keywords = "EMCA, HCI, Customer service, UX, Design", 
  editor = "Robert J. Moore, Margaret H. Szymanski, Raphael Arar and Guang-Jie Ren", 
  pages = "19–32", 
  publisher = "Springer", 
  title = "Adapting to customer initiative: insights from human service encounters", 
  url = "https://link.springer.com/chapter/10.1007/978-3-319-95579-7_2", 
  year = "2018", 
}